Tax Credits Manual

How to use viewer

This is also known as ‘Call Replay’. This programme is used to trace customer calls made to our contact centres. If you have access to this programme it can be found by

in ‘My Workplace’ go to ‘Corporate Services’ and then ‘Tools’

Once viewer is open you can use the details found on CMA and the call request stencil to trace a call

locate the contact centre site on the left hand side from the code on the stencil

enter the date from and to by selecting the date box and a calendar will appear

enter the time from and to by selecting the time box and a box will appear where the time can be adjusted and set to the time of your call. Note: CMA does not always have accurate times so it helps to expand the timeframe you are searching to account for this

take the details from the call request stencil and enter them into the corresponding box within viewer

in the Agent box enter Aspect advisor ID

in the CLI box enter the CLI (this is the number the call was made from)

in the Track ID box enter the Voice recorder number

select the blue arrow at the bottom of the contact centre site list

a list of calls should now appear in the right hand pane, if “NO ITEMS FOUND” appears then the call is no trace and needs to be removed from the call request stencil

the call you are looking for and select the speaker icon, call is now being retrieved

to trace the next call, select the contact centre list and repeat the process

if the message ‘No replayable content was found for this item, there may have been a problem retrieving the content’ is shown this means viewer has the call but has not retrieved it on that attempt. Selecting the speaker icon a second time often solves the problem and retrieves the call. If this message appears a second time you should try the following work around:

select Tools while in Call Replay

then select Internet Options

then select Delete Cookies, followed by OK

then select Delete Files

then select Delete all offline content, followed by OK

select Content, fourth tab along the top of the internet options box

select Clear SSL State, followed by OK

in the Internet Options Box select OK

finally select the speaker icon again

if the message ‘No replayable content was found for this item, there may have been a problem retrieving the content’ is shown again this means the call is not available.